Incorrectly Charged $400+ for Data Roaming in Canada with Global Travel Pass Enabled

I traveled to Vancouver, Canada from Seattle, USA in August 2026. Before my trip, I purchased and activated the Global Travel Pass through Xfinity Mobile because I wanted to avoid international roaming charges. Unfortunately, Xfinity still charged me for international data roaming. I contacted customer support multiple times and also visited a local Xfinity store in person to resolve the issue.

My experience with support has been very frustrating:

• During my first call, I was told the issue would be fixed.
• I received a follow-up call from Comcast/Xfinity, and the representative reassured me that I no longer needed to worry because they would take care of it.
• Despite these assurances, I was later charged more than $421 on my credit card.

When I called support again, the representative took a completely different position and said the charges were valid. I then went to an Xfinity store, where the staff also told me they could not see the Global Travel Pass activated. They asked me to check my text messages, explaining that I should have received a confirmation text if the pass had been successfully enabled. I checked and could not find any text message confirming the activation. At that point, they insisted that the pass had not been activated, even though I repeatedly explained that I had completed the activation process before my trip. Fortunately, I checked my email and found a confirmation email showing that I had activated the Global Travel Pass. Once I showed them the email, they acknowledged the issue and opened a support ticket, although they said they could not make any corrections from the store.

Xfinity also has a Canada Pass, which I activated on the second day of my trip. That pass appears to have worked correctly because I was not charged for usage starting on Day 2. However, the charges from Day 1 should not have occurred because I had already activated the Global Travel Pass before traveling. According to Xfinity's description, the Global Travel Pass allows customers to "pay a flat daily rate for 5 GB of high-speed data in 215+ destinations" and that "you'll only be charged once you use your pass abroad." In other words, the pass is intended to work when you are physically traveling internationally. Xfinity also states that the Global Travel Pass "lets you use data on your phone while traveling in over 215 destinations for one daily price." Canada is one of the covered destinations. Based on those published terms and my email confirmation showing that the Global Travel Pass was activated before my trip, the Day 1 roaming charges were applied incorrectly and should be adjusted.

As of today, the issue still has not been resolved, and I have not received any credit or billing adjustment. I've seen several posts from other customers who experienced similar problems, and some have reported that the charges were eventually corrected. Does anyone know how to resolve this issue?